Title: Using Technology To Enable Collaboration
Series: Bulletin
Author: Office for Victims of Crime
Published: August 2001
Subject: victim services, information systems, technology in law enforcement
36 pages
81,920 bytes
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Exhibits are not included in this ASCII plain-text file. To view this document in
its entirety, download the Adobe Acrobat graphic file available from this Web
site or order a print copy from Office for Victims of Crime Resource Center at
800-627-6872.
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U.S. Department of Justice
Office of Justice Programs
Office for Victims
OVC Bulletin
August 2001
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About This Bulletin
This is the second in a series of bulletins highlighting the Denver Victim Services
2000 (Denver VS2000) demonstration project. The first bulletin, Denver
Victim Services 2000 Needs Assessment, documented the Denver needs
assessment process, from which the project developed its VS2000 goals and
initiatives. This bulletin, Using Technology To Enable Collaboration, discusses
the technology initiatives identified through the community needs assessment as
critical to achieving the VS2000 goal: a seamless, accessible system of services
for all crime victims.
The Denver VS2000 technology initiative has three components: an online
Resource Directory, an online Training Center, and an automated, online client
Case Management System. An interactive Web site connects these and links to
other victim service providers. This bulletin summarizes the collaborative effort
and needs assessment that were critical to the conception and development of
these components. Further, the bulletin describes the component elements and
their implementation, suggesting how to develop and maintain the same or
similar technology-based solutions to serve victims of crime.
Not only will victim service providers find this bulletin extremely informative, but
agencies and their information systems staff will find it very helpful in
determining what technology would best enhance interagency collaboration to
support victims in the community. This bulletin directs readers to no-cost tools
to meet local needs and the technical assistance to implement them. As you
read this bulletin you should consider your own community's needs and
determine if the information and technical assistance available from the Denver
VS2000 project could be applied to improve and expand your community's
efforts on behalf of victims.
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Using Technology To Enable Collaboration
Introduction
Victim Services 2000 (VS2000), sponsored by the Office for Victims of Crime
(OVC), is a 5-year demonstration project designed to create model victim
service delivery systems for replication nationwide. In 1997, OVC selected
Denver, Colorado, as an urban VS2000 demonstration site. Each
demonstration site must develop a unique victim service model tailored to the
needs of its community and provide training and technical assistance to
communities interested in replicating the VS2000 process.
The Denver VS2000 model is a broad-based, collaborative effort.
Representatives from more than 50 Denver-area victim service agencies and
programs participate in the project, including victim service programs based in
the criminal justice system, community nonprofit service providers, and allied
professionals. The Denver model emphasizes three goals:
o Increase outreach efforts to previously unserved and underserved
populations.
o Institutionalize training for service providers and allied professionals who
work with victims.
o Advance applied technology to ensure improved services and information for
victims of crime.
As part of a series of bulletins documenting VS2000 site initiatives, this bulletin
examines Denver's automated information system, which is a critical component
of the Denver VS2000 model. In addition, this bulletin summarizes the
collaborative structure and community needs assessment that were critical to
the conception and development of the information system. Finally, this bulletin
describes the three elements of the information system and their implementation,
suggesting how other sites can develop and maintain technology-based
solutions to serve victims of crime.
Background
Historically, the application of technological innovations to victim services has
been a challenge for victim service providers. There are several reasons for this.
Over the years, as victim service providers became used to working under the
constraints of insufficient resources and tight budgets, they assumed that
technological innovations were out of reach or unnecessary for providing quality
victim services. In addition, the knowledge and expertise required to use
technology to design and implement solutions are often outside the usual
purview of those working in the victim services field. This technology can
intimidate those not familiar with it, making them reluctant to embrace it.
Despite these challenges, today's victim service community is realizing that
technology is more accessible, affordable, and critical to the efficiency and
productivity of victim service agencies than ever before. As victim services
evolve, service providers must determine how to use technology to capture,
manage, and disseminate the large and growing amounts of information about
and for victims of crime.
While researching innovative new technologies, Denver VS2000 participants
became aware of many benefits technology offers the victim services field.
Technology may be used to
o Improve the accuracy and quality of information gathered.
o Improve service providers' ability to address victims' needs.
o Eliminate or decrease redundant data entries.
o Enhance statistical reporting and program evaluation.
o Improve communication among service providers and between service
providers and victims.
The Denver VS2000 information system uses both simple and complex
innovations to enhance services, increase efficiency, and improve the way
victim service providers do their jobs. This system
o Enables electronic mail communication (e-mail) through the Internet, allowing
victim service providers to easily share agency information about training and
other activities.
o Provides a comprehensive, continually updated, online Resource Directory
for easy use by service providers and the general public.
o Facilitates coordinated case management, ensuring integrated services for
victims across multiple agencies and eliminating duplicative and revictimizing
intake processes.
o Eases discussion of communication, efficiency, and access issues throughout
the country by victim service providers and victims of crime.
Denver VS2000 Model
Denver has a history of passing legislation and establishing initiatives favorable
to victims, including appointment of the first prosecution-based victim
advocates in the United States, passage of a state Victims' Rights Constitutional
Amendment and enabling legislation, development of numerous interdisciplinary
victim-centered protocols, and establishment of a central victim service center.
With this history, it was not surprising to find that more than 50 agencies in
Denver provide comprehensive services to a broad range of crime victims.
What was surprising was the finding by needs assessments and anecdotal
reports of many gaps in Denver's victim services.
Using VS2000 To Develop a Model Victim Services Network
The VS2000 grant gave Denver a timely opportunity to improve services, fill
gaps, and eliminate duplication between agencies through processes that
integrated services, increased service accessibility to victims, and increased
collaboration among victim service providers. Beyond improving services, the
VS2000 grant made it possible for Denver to improve its system of services.
Given the scope and complexity of Denver's victim services, the technology
introduced by the Denver VS2000 model was critical to the success of this
effort.
Mission
The mission of Denver VS2000 is to work with the community to restore and
strengthen the fabric of the community by creating a model network of services
that offers outreach as well as innovative, specialized, integrated, and seamless
services to all victims of crime.
Goals
The primary goals of Denver VS2000 are to
o Establish a seamless, comprehensive, coordinated, interdisciplinary system of
service delivery for victims of crime, including those victims in previously
underserved and unserved populations.
o Create a training institute that integrates technology, cross-training among
victim service agencies, and standardized training for professional groups and
schools, including victim service providers, faith communities, law enforcement,
and law schools.
o Apply relevant technologies to the delivery of services to victims of crime.
Organization
To accomplish a project of this magnitude, Denver VS2000 participants
formed four working teams: the Model Network Development Team, the
Needs Assessment Team, the Technology and Automated Systems Team, and
the Training Institute Team. The teams further divided into committees and
subcommittees to work on specific components of the model victim services
network. The teams and committees included victim service providers from the
criminal justice system and community nonprofit organizations, allied
professionals, and crime victims. Five full-time staff members coordinated all
efforts during the 5 years of planning, developing, and implementing the
VS2000 project. The teams, steering committee, and victim advisory council
provided guidance throughout each phase of this process. In addition, Denver
contracted with a technology project manager and a system administrator to
work on the Denver VS2000 information system. A detailed description of the
Denver VS2000 planning process will be provided in a forthcoming OVC
bulletin.
Technology Needs Assessment
The Technology and Automated Systems Team and its subcommittees have
been meeting since 1997 to develop an integrated information system that links
existing and new technology. First, this team conducted several assessments.
One assessment determined whether existing technology was adequate to
notify, protect, and serve victims in Denver. Another assessment determined the
capability of current systems to coordinate with the proposed technical
improvements.
Assessment Method
The assessments were accomplished through a series of focus groups
conducted with Denver victim service providers. Participants were asked to
identify the information needs in their work and describe ways they thought
technology could help them. Service providers identified three top priorities:
basic technology, such as phone systems, computers, and pagers; a continually
updated resource directory to share among agencies to eliminate the frustrating,
time-consuming, inefficient efforts of keeping resources up-to-date within each
agency; and a mechanism to share information about victims who need services
from multiple agencies to eliminate duplicative efforts and prevent victims
"falling through the cracks" when referred from one agency to another.
Recruiting current and recent clients, service providers conducted focus groups
of crime victims to find out what they found lacking in the way services were
provided. The responses showed that the majority of victims had used the
services of more than one agency while healing from their victimization. All
participants reported they were required to fill out multiple intake forms--a
process they found "frustrating" and "uncomfortable." All participants liked the
idea of working with one case manager who could "work with them to find
what they need."
Assessment Results
The results of these focus groups were combined with the results of the broader
VS2000 needs assessment (as documented in Denver Victim Services 2000
Needs Assessment, published by OVC in October 2000) that included victim
service provider surveys, victim feedback surveys, and a survey of training
needs. The results were used to develop an integrated, Internet-based
information system that includes three basic components: a shared online
Resource Directory, an online Training Center, and a shared online client Case
Management System (CMS).
Advantages of the Denver Technology Initiative
The information system developed by VS2000 has several advantages. This
system
o Creates unprecedented linkage among victim service providers.
o Eliminates the need for victims to retell their stories and fill out multiple intake
forms.
o Offers victims a single point of contact for their cases, helping them efficiently
find what they need.
o Links traditional victim service providers with Denver's grassroots community
advocates who work within a restorative justice framework to meet the needs
of underserved and unserved victims in their own communities.
o Offers an updated, comprehensive, online resource and referral directory to
victim service agencies, victims, and the community at large.
o Helps identify and eliminate duplication of services to Denver's crime victims.
Victim Feedback
During the system design phase, victim focus groups were again convened and
asked how they felt about having their case information shared, with their
consent, among case managers. Service providers had expressed concern that
victims may feel that sharing their case information invades their privacy.
However, victim focus group participants stated unequivocally that they wanted
their case information shared among case managers. The victims said they
wanted service providers to know about their victimization and service history
because they believed this would result in better delivery of services.
National Technology Search
To ensure the use of current best practices in technology, VS2000 staff
researched existing technologies available locally and nationally. An OVC
publication, New Directions from the Field: Victim Rights and Services for the
21st Century, highlights several promising technology initiatives, including online
counseling groups offered by the Brazos County Rape Crisis Center in Bryan,
Texas, and online resources offered to victims of crime by Safe Horizon
(formerly Victim Services) in New York City. The New Directions publication
recognizes another innovative protection provided to victims of domestic
violence--the distribution of cellular phones preprogrammed to dial 911.
Denver has offered this service since 1997.[1]
The 1998 National Center for Victims of Crime (NCVC) publication Promising
Strategies and Practices in Using Technology To Benefit Crime Victims is
another source of information on current technology for victim services. This
compendium summarizes 35 technologies used by criminal justice and victim
service agencies across the country to obtain, disseminate, and manage
information for and about victims of crime. The publication divides technology
solutions into five categories: case management and tracking, notification and
protection, legal and financial obligations, victim service tools, and information
and Internet sources.
The VS2000 technology project manager researched emerging technologies
through the Internet and industry contacts and found several software
applications that met a variety of victim service needs. One well-known victim
notification system currently used in Denver is VINE, or Victim Information and
Notification Everyday. The State of South Carolina developed a system called
SAVAN (Statewide Automated Victim Assistance and Notification) that
provides notification to victims there. Pennsylvania commissioned the Great
Lakes Behavioral Research Institute to develop a victim-specific case-tracking
system called R/Client for Windows. The National Domestic Violence Hotline,
with funding from the U.S. Department of Health and Human Services,
established a toll-free hotline that uses a national database to provide
information and referrals for victims of domestic violence and sexual assault.
Several other information systems offer case management and tracking
functions. Integrated Tracking System (ITS) and ebase are two systems
developed in the public domain and available free of charge. Currently, 68
domestic violence and sexual assault programs in Texas use ITS. Nonprofit
organizations use an interactive database developed by ebase. Other available
commercial systems include those developed by IRis (Benchmark Enterprises),
Agency Systems, and IIS (Integrated Information Systems, Inc.). Contact
information for these applications is provided in the Additional Resources
section of this bulletin.
Local efforts to automate the collection and dissemination of resources also
were researched. A coalition of providers serving the Denver homeless
population developed a collective database of resources on disk for sharing.
The local United Way chapter created a similar resource directory on disk.
Three Denver victim service providers collaborated to create a shared victim
service resource directory that lists information about several hundred
community and government service agencies and resources. This shared victim
resource directory became the foundation of the VS2000 online Resource
Directory.
At the conclusion of the technology research effort, a decision was made to
develop the VS2000 online Resource Directory by modifying existing software.
Denver organizers found it necessary to develop new software for the Case
Management System and Training Center because all the researched systems
were designed for use by one type of agency or to serve one type of client. The
researched systems could not be modified to manage the diverse services and
clients in the VS2000 network.
Information System Design
System Users
The VS2000 information system is designed to benefit victim service providers,
the victims they serve, and the general community. Access to the system is
provided for two categories of users--the general community and ProviderNet
users. With Internet access, general community users, including victims, can
interact with the VS2000 system; however, community users and victims do not
have access to confidential information and the Case Management System.
A ProviderNet user is a staff member or volunteer at an agency that
o Commits to the VS2000 philosophy of integrated, seamless services.
o Provides services to victims identified in the agency's mission or operates a
victim service project.
o Provides services within the city of Denver.
o Operates as a nonprofit, community-based, or government-based
organization.
Of the many agencies that serve victims of crime in Denver, 38 are members of
the VS2000 ProviderNet and use the Resource Directory and Training Center.
ProviderNet users can access the system through the ProviderNet gateway on
the VS2000 Web site. System technology includes a security system that limits
each user to his or her appropriate level of access. CMS is being developed for
20 agencies that provide direct services to victims of crime and together
provide the primary victim services in Denver. These are a smaller subset of the
ProviderNet.
Advantages of a Web-Based System
The entire VS2000 information system is available on the World Wide Web at
www.vs2000.org/denver.htm. An Internet location offers many advantages and
allows the VS2000 Web site to serve the largest number of users and provide
the greatest amount of information. The site is easily accessible and always
available, serving community members and victims of crime equally. The
Internet location offers public access to the Resource Directory, the Training
Center, and CMS and provides resources on crime and victimization. The
Internet site also provides contact information for direct service agencies that
work with Denver victims. An Internet presence allows the VS2000 agencies
to increase their visibility to the general public and to those seeking services. To
reach more crime victims, the Denver VS2000 Web site links to many
community-based technology initiatives and advertises in locations that provide
public Internet access, such as libraries, schools, and public housing
developments. Available in both English and Spanish, the Web site receives
more than 500 "hits" per month, many of them from Spanish-language search
engines.
From its Internet location, the Denver VS2000 information system provides
users with technical assistance and access to technology. The information
system connects users and the public to each Denver VS2000 system
component and connects users to each other by hosting e-mail accounts for
more than 120 ProviderNet users.
Components of the Denver VS2000 Technology Initiative
Resource Directory
Although resources are the backbone of victim assistance, their management
creates a lot of duplicative work for agencies. Many victim service agencies find
that locating, compiling, screening, and organizing resources is extremely time
consuming. Further, different agencies serving a particular geographic area or a
particular victim group find that their hours of independent work performing
resource collection and management tasks result in very similar products. Even
more frustrating, service agencies find that by the time the resource findings are
printed and distributed, they often are out of date.
Denver victim service providers decided to eliminate this duplication of effort
and produce a shared, Internet-based directory of resources for use by all
service providers as well as allied professionals, victims of crime, and other
community members. Thirty-eight ProviderNet agencies created the VS2000
online Resource Directory based on a successful resource directory developed
collaboratively in 1997 by three Denver victim service agencies. Available in
Spanish and English, the Resource Directory comprises more than 800 records,
each containing detailed information about a specific government- or
community-based agency or resource. These records represent the combined
information and referral sources of all 38 ProviderNet agencies.
An information specialist in one of the ProviderNet agencies administers the
Resource Directory. She created the directory's original database and worked
with all 38 ProviderNet agencies to design the directory's template, combine all
agency referral sources, develop referral agreements with each referral source,
develop and test the directory, and maintain directory data. This administrator
works with each ProviderNet agency under a formal operating agreement that
states that the agency will provide its information and referral resources for
inclusion in the directory and advise about the directory's ongoing development
and maintenance.
To access the Resource Directory, users may go to the VS2000 Web site and
log on to the ProviderNet gateway. Comm-unity members may access the
Resource Directory directly from the Web site without going through the
ProviderNet gateway. Users and community members may then search for
resources using any combination of the following categories: services provided;
agency name; type of victim served; languages spoken; geographic area, age,
and ethnicity served; fees for service; wheelchair accessibility; and ZIP code.
Selecting more categories narrows the search. To enhance communication
among ProviderNet members, each ProviderNet agency in the Resource
Directory lists supplemental information, including staff names, positions, and
contact information.
From a completed search, agencies can create a report of the search results.
From this report, an agency can print one or several records and provide them
to a victim. The Resource Directory also can be printed in full or by category to
provide copies to victim advocates in the field who do not have access to the
Internet.
The Resource Directory administrator is responsible for keeping the directory
current. When ProviderNet users find an out-of-date record, they send a
correction electronically to the administrator, who verifies the new information
and updates the record. In another effort to keep information current, the
administrator supervises a group of volunteers who contact, on a rotating
monthly basis, the service providers listed in the directory to verify their
information.
Training Center
Just as resources are the backbone of victim services, training is its foundation.
An examination of how available training resources were used by various
Denver victim service agencies revealed that changes were needed. Initial
surveys, focus groups, and anecdotal evidence indicated that victim service
agencies were each offering very similar training to staff and volunteers once or
twice a year, often using the same trainers and speakers. In addition,
cross-training among agency staff was identified as a critical need in establishing
understanding, trust, and a basis for solid referrals among agencies. The
creation of the online Training Center has answered these needs by streamlining
training efforts, reducing duplicate training, and creating a framework to
encourage cross-training.
The online Training Center provides many advantages. It allows ProviderNet
users and community members to share training opportunities. Trainings may be
searched by entering a keyword, a date, or a category such as child sexual
abuse, criminal justice, cross-training, disability, diversity, domestic violence,
elder abuse, gang violence, hate/bias crimes, homicide, restorative justice,
secondary trauma, sexual assault, and youth violence.
ProviderNet users can enter the training events they are hosting and register for
training events being offered by other agencies. The system also allows users to
select the training categories in which they want to participate. If such training is
entered into the system as available from another ProviderNet agency, the
interested user is notified by e-mail when registration begins. This arrangement
allows agencies to use existing resources to train new volunteers, staff, and
board members.
Cross-training events also are posted on the online Training Center. Annually,
each ProviderNet agency offers at least one event geared specifically to
cross-train users from other community agencies. Such cross-training can
include information about a particular type of victimization, the agency's
services, or the agency's philosophy.
A VS2000 system administrator runs the online Training Center. In addition,
each ProviderNet agency has assigned a staff member as the training contact
for the online Training Center. The training contact is the point of contact within
the agency for training in using and evaluating the center, suggesting
enhancements to the center, and assuring appropriate use of the center.
Case Management System
To create a seamless network of services, VS2000 staff asked victim service
providers how best to fill the current gaps in services. The responses of the
victim service professionals echoed the responses of the crime victims in the
focus groups and surveys conducted by VS2000 staff: all agreed that a Case
Management System could help fill service gaps and bring appropriate services
to victims.
When victims of crime must talk about their victimization over and over again,
they feel revictimized. When victims of crime summon the courage to request
services from one agency and are told they must call yet another agency, they
feel revictimized. When victims of crime are offered a limited range of services
instead of being asked what they need, they feel revictimized. These are
problems CMS will address. Currently under development, CMS will be fully
operational by December 2001.
The Case Management System operates on three principles:
o Victims should not have to undergo duplicative intake procedures when
requesting services from different agencies for the same victimization incident.
o Victims should feel that services are being provided by a connected system or
network.
o Sharing information among multiple service providers, with the consent of the
victim, is a good way to achieve a connected system or network of services.
The CMS concept is an improvement over other case-tracking systems
because it offers victim service providers a comprehensive tool for gathering
and exchanging victim service information, including assessing and tracking
critical, intermediate, and long-term needs of victims of crime across multiple
agencies. Through CMS, victim advocates can use a standard intake and
assessment process, make electronic referrals for service with other providers,
ensure services were delivered, collect victim feedback, and prepare automated
reports. This valuable exchange of information is possible because security was
a top priority for the creators of CMS. They designed CMS to be a safe
conduit for sharing information among community-based victim service
providers.
Twenty agencies use CMS to provide services to meet the specific needs of
crime victims in a culturally sensitive manner. Eighteen of these are
community-based agencies that share case information through CMS. Two
agencies are based in the criminal justice system and operate in a stand-alone
context, using CMS only to track services and provide case management within
their own agencies. This is to protect victim confidentiality because any
information about victims received by them is open to discovery by defense
attorneys. Another agency, Denver's largest hospital, has a sophisticated case
management system in place and uses CMS only to track the success of
referrals made to ProviderNet agencies.
Sharing case records among organizations was a new and innovative idea in
victim services and further development was required before it could be
automated. The Case Managers' Committee was formed to help the technology
project manager and software developers define the standard forms, rules,
policies, and procedures to be used in this project. This joint work became the
basis for the design and operations of CMS.
All 20 CMS agencies agreed to use the standard intake and assessment forms
that were generated for CMS based on each agency's actual intake and
assessment procedures. In addition, forms were customized for each agency to
collect information specific to the agency, such as community education, funding
reports, and service delivery assessment.
Under CMS, when a victim requests services from one community-based
ProviderNet CMS agency, a CMS staff member asks the victim whether he or
she is currently receiving services from another ProviderNet agency. If the
victim is receiving services from another community-based ProviderNet agency,
the CMS staff member, with the victim's consent, electronically acquires the
completed intake information. Or, if the victim is receiving services from a
criminal justice agency, the CMS staff member identifies a criminal justice
contact for coordinating advocacy for the victim. If the victim is not receiving
services elsewhere, the intake and assessment are completed at that time. From
the assessment, a service plan is developed for the service provider and victim
to follow as they work together. The service plan also provides a way to follow
up on referrals for service with other agencies. During their work together, the
service provider may identify additional referrals for the victim and use the
online Resource Directory to search for, print, and electronically record these
referrals. When such referrals are made within CMS agencies, the CMS
provider can again use the Resource Directory to search for, print, and
electronically record and forward the victim's intake, assessment, and service
information. It is up to the victim whether to share his or her case record with
one or many ProviderNet agencies. Written consent forms are printed
individually for each referral agency. Advocates' confidential case notes are
never shared among agencies; they are kept separate and are not attached to
the intake, assessment, or service history documents.
The Case Management System makes administrative tasks much easier for
victim service agencies. Agencies can generate a client satisfaction survey at
any point in a case. Cases can be stored on CMS and retrieved immediately for
up to 10 years. For periods longer than 10 years, cases are archived and can
be retrieved by the system administrator upon request. Data in CMS allow
agencies to electronically generate grant reports for the Victims of Crime Act
(VOCA), the Domestic Abuse Assistance Program Act (DAAP), and local
victim assistance program funders.
Security has been a primary concern in developing the VS2000 technology
system. Although very little information in the Resource Directory and Training
Center needs high security, CMS does contain confidential information that is
secured through measures at the user and system design levels.
Security at the User Level
All victim service providers who are part of the VS2000 ProviderNet have
access to the Resource Directory, the Training Center, and CMS. A
technology contact within each agency is responsible for notifying the VS2000
system administrator when staff members join or leave the agency. When a new
staff member is added to the user database, he or she is assigned a login
identity by the system administrator. Then, the new employee enters the system
using three levels of password protection known only to the individual and
administrator. The password is composed of a portion of the new employee's
social security number, the new employee's mother's maiden name, and an
alphanumeric combination chosen by the new employee. When a staff member
leaves an agency, the system administrator can immediately remove his or her
access to the system.
CMS also has user security levels within the system to ensure that staff
members in victim service agencies use CMS only within the parameters of their
job duties. For example, intake/data users can only enter data into the system
and cannot access existing case data. Service provider users can enter and edit
data in their own cases and run reports. Supervisor users can delete records
and reassign cases. The system administrator is a super user and controls
access for all users.
In addition, victim service providers in criminal justice agencies never share
case records with other providers. These advocates use CMS only as a
stand-alone application within their own agencies. Their case data do not reside
on the VS2000 server but on the servers physically located within their own
agencies.
Security at the System Design Level
Security was factored into the design of CMS. Although any computer with an
Internet connection can access the Resource Directory and the Training Center,
this is not the case for CMS, which relies on user location to verify legitimate
users. Like using a file cabinet in an agency, where one must be in the file room
and have the correct key to get into the cabinet, a CMS user has to be at a
computer terminal inside one of the 20 ProviderNet agencies and have a valid
login identity and password to gain access to CMS information.
CMS runs on a network server maintained by the system administrator. When
agencies share case records, a specific user at one agency sends a message to
the server to share certain data with a specific user at another agency.
Supervisor users can reassign cases when a user on their staff is on vacation or
leaves the agency. All records entered into the system by a particular agency
are the property of that agency and cannot be accessed by other users outside
the process designed for sharing. Case notes, which may contain confidential
information, are never shared with another agency, even when a case record is
shared. However, case notes can be shared among staff within an agency.
Sharing case information is permitted only with the victim's informed, written
consent. The computer process for sharing case information mirrors the paper
process that has historically been used by victim advocates. When an advocate
wants to make a referral or get information from another ProviderNet agency
from which the client is currently receiving services, the advocate provides the
client a written consent to release information form that is generated by CMS
for each referral agency. Once the victim signs the consent to release
information form, it is entered into CMS and allows sharing of case information.
The originating agency keeps a copy of the signed form on file.
CMS affords further protection to its users. Data are not sent over the World
Wide Web, where others could gain access to them. Rather, VS2000 agencies
use digital subscriber lines (DSL) to connect to the server that runs CMS. DSL
is a highly secure, "always-on" Internet connection that allows case records to
be shared via a private network, or intranet. In addition, the system has a
sophisticated firewall between the VS2000 server and the Internet that blocks
unauthorized users or "hackers."
The physical security of the VS2000 server is maintained at all times. The
server is located in a community agency in a locked room to which only the
system administrator and backup administrator have access. Operational
procedures require that all system administrator candidates undergo a criminal
history check.
The combination of these procedures has assured victim advocates in Denver
VS2000 that victims and their case records can be kept safe.
Technical Description of System Design
Exhibit 1 illustrates the architecture of the VS2000 information system.
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Exhibit 1 is not included in this ASCII plain-text file. To view this document in
its entirety, download the Adobe Acrobat graphic file available from this Web
site or order a print copy from Office for Victims of Crime Resource Center at
800-627-6872.
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Web-Based Technology
Traditional client user/server architecture for the implementation of information
systems consists of special software that runs on both the server machine and
the individual client user machine. The software is maintained for both and must
remain synchronized to perform properly. The server machine typically stores
the database records associated with the information system and "serves" those
records to client users when requested. Whenever the information system is
upgraded to fix bugs or enhance functions, both server and client software must
be updated. Any client machines that need the upgrade must have the new
software installed. While this type of information system maintenance is
common, it introduces greater chance for errors and increases the complexity of
the computer network for the system administrator as well as the complexities
associated with managing the development and configuration of software
components.
In the past few years, new Web-enabled development technologies have
provided another option to developers of information systems. Web-enabled
systems typically require the development of only one component that runs on
the server. Each client who wishes to use the software can simply access the
Internet, intranet, or Virtual Private Network (VPN) through a Web browser
application, such as Microsoft Internet Explorer or Netscape Navigator.
The information system for VS2000 uses Web-enabled technologies for several
reasons:
Less expensive development upgrades and releases. When providing upgrades,
VS2000 needs to maintain only one software application rather than several.
Less disruptive upgrades and releases at user sites. When a new release of
software is available from VS2000, no one will disrupt users to install new
software on their machines. The installation will occur seamlessly from the
server. Although new software installation may require additional training for
users to learn new upgrade functions, it will not create computer "down time"
and service visits to users' computers.
Independent operating system and platform for user equipment. To accomplish
client user/server implementation in the past, the client user and the server had
to have the same operating system and often the same type of equipment. For
example, if the server used an IBM operating system and equipment, the client
user could not successfully use the information system of a Macintosh
computer. However, since technological improvements have made
Web-enabled implementation possible, client users now can use different
operating systems and equipment and still successfully use the application
without special software. The client user's machine will simply need to have an
Internet Web browser installed.
By selecting Web-enabled technologies, the VS2000 network has many
options when configuring client user machines to access new information
systems. This approach to development and deployment of software is the best
choice for the diverse set of clients in the VS2000 CMS network.
Operating Platform
VS2000 chose Microsoft Windows NT as the platform for the server of its
information system. This operating system enables stable server implementation
and allows the use of a Microsoft SQL server as a database management
system for the back end of the VS2000 Case Management System. As stated
above, CMS will run on any system with a Web browser. Microsoft Internet
Explorer 5.0 has been installed on each of the machines in the network to make
training easier and more consistent, but this is not a requirement of the case
management software. Training and setup become much simpler with this
layout, and the system is more easily replicated because there are no
proprietary components.
Minimum Specifications
The minimum specifications for a stand-alone system in the network to access
CMS, but not share records, are Windows 95, Pentium/200mhz, 2 GB hard
drive, 32 MB RAM, Internet Explorer 5.0, and Microsoft DUN 1.3.
Stand-alone systems either will use their agency's networks to dial into the
Internet or use an Internet service provider like America Online to access other
parts of the VS2000 information system such as the Resource Directory and
Training Center.
The minimum specifications for a system networked on the secured WAN to
share case records are Internet Explorer 5.0, Pentium/200mhz, or Power PC.
While at least 32 MB RAM and a Pentium/ 200mhz machine are
recommended, there are no absolute hard disk or memory requirements.
System Capacity
The system being developed has 15 gigabytes of space available to hold case
records. Currently, the largest amount of space available to store information is
approximately 40 kilobytes. With 10,000 new case records created every year,
the system will hold more than 30 years' worth of case record data if the
number of case records produced annually does not increase. This increased
capacity will make it possible for the system to maintain three times the current
capacity of stored data for 10 years before a single record must be archived.
Confidentiality and Security
VS2000 uses DSL to provide secure network connections among all agencies
that share case information. The key benefit of DSL is that it uses the existing
infrastructure of installed copper cables to transmit data via telephone lines. This
saves the costs of installing a dedicated, wide bandwidth, fiber optic cable,
which can range from $1,000 to $1,500 per site. Unlike most alternatives, DSL
technology does not require a large initial expenditure and is therefore very
attractive to those with access to existing copper telephone lines. As new
organizations demand service, individual modem links can be provided,
incrementally increasing the costs.
To provide security and keep CMS data confidential, a software application
called a "firewall" will be installed at the centrally located server. Each user in
each agency in the secure network will be required to provide authentic user
identification and a password to access the secure private network. In addition,
a hardware device called an R7100 Router has been installed at each of the
agencies that share case management information in the secure network. This
device guarantees that case management information is transmitted only
between recognized Internet Protocol (IP) addresses.
VS2000 also will use VPN, which allows community advocates to gain access
to the system over an encrypted connection from laptops in the field. VPN also
allows easy expansion of the information system so additional agencies and
users can be added to the VS2000 network. A minor software installation on
an individual user's computer makes this possible, provided that the user has
access to the Internet.
Exhibit 2 illustrates the flow of information in the VS2000 information system
and the roles of all those involved in its use, including users, administrators, and
funding agencies.
----------------------------
Exhibit 2 is not included in this ASCII plain-text file. To view this document in
its entirety, download the Adobe Acrobat graphic file available from this Web
site or order a print copy from Office for Victims of Crime Resource Center at
800-627-6872.
----------------------------
Implementation of the Information System
Project Management
As a group of victim service providers with no significant technology expertise,
VS2000 staff found planning and implementing a major technology initiative
were daunting tasks. One of the most critical decisions made during the
development and funding of the project was to obtain the services of a
technology project manager, whose expertise was essential to project success.
Regardless of the domain in which they are built, all information system projects
benefit from having a project manager oversee their execution.
Technology Project Manager
The VS2000 technology project manager organized and oversaw the
development of the entire VS2000 system, including analysis of requirements,
project planning and implementation, and pilot testing at user sites. The
technology project manager performed many tasks during these phases of
development, including meeting with potential system users to etermine their
needs; designing the system based on those needs; planning and estimating the
project; analyzing risks; scheduling resources; allocating budgets; and facilitating
discussion among staff, users, system developers, and contractors. Given the
complexity of the VS2000 information system, one person maintaining
consistent oversight throughout the development process was crucial to
successful implementation.
Documentation
The technology project manager developed several documents critical to the
success of the project, including requirements specification and design
documents. The requirements specification detailed all functions required by
users, all data that had to be collected and processed by the system, and all
reports that the system had to produce. User security requirements, data
confidentiality requirements, and special processing functions, such as backup
and recovery of data, also were included in this document. The design
document was created to assist the software development team during the
implementation of the information system. It describes in detail each of the
system functions, such as "open a case" and "close a case." The design
document also includes rules, data to be processed, process flow, user input,
and system output. These two documents-the requirements specification and
the design document--were critical in the development of a Request for
Proposals (RFP) and the subsequent selection of a vendor to develop the
VS2000 system.
Hardware Assessment and Acquisition
For ProviderNet members to successfully use the system being designed, the
capacity of ProviderNet agency computer equipment had to be assessed to
determine if it could access the system. The long-term, complex assessment
gave agencies an opportunity to take stock of their technological capacity. In
addition, the prospect of new computer equipment motivated agencies to
become involved with the project.
A technology survey was created and conducted twice during the development
process. Administered first to obtain a baseline of the types of equipment
existing at each site, the information collected was then included in a technology
profile for each site. Minimum hardware specifications were developed as part
of the system design specifications, and this information was distributed to
ProviderNet agencies for use in their own grant applications. Agencies
requested and were granted computers from the state VOCA board, making a
second survey necessary.
Administered 6 months later, the second survey updated the technology profiles
before project management ordered equipment for installation at the sites. Two
sets of site visits were necessary to complete this assessment. These visits to
ProviderNet agencies resulted in several added benefits. VS2000 staff and
contractors were able to meet individually with agency staff, get to know them,
and help them clarify their technology goals and needs. ProviderNet agencies
reported that the discussions during these visits were tremendously beneficial. In
addition, VS2000 staff helped install and explain the use of other computer
equipment in many agencies and provided training on the use of Windows
95/98, the Internet, and e-mail. These experiences helped build agencies' trust
in the project and the project staff.
Several manufacturers and methods of obtaining computers were considered
prior to the decision to purchase equipment. The high operational costs
associated with maintaining a lease program throughout the year for all sites was
not within the scope of the project. Therefore, computer equipment was
purchased from a vendor using several criteria, including price, service
agreement, and quality of equipment. A total of 13 workstation computers and
3 server computers (one central server and two SQL servers for stand-alone
agencies) were purchased for the project. The technology project manager and
the system administrator installed the computers. The system administrator also
installed Local Area Networks (LANs) within each of the community-based
ProviderNet agencies that use CMS. ProviderNet agencies found this to be a
tremendous benefit.
----------------------------
Assistive Technology for People With Disabilities
In the past decade technology has become a bridge between the disabled and
nondisabled worlds. Computers and computer-based programs and equipment
have begun to take the place of eyes, ears, and limbs. Assistive technologies
provide helpful tools to agencies that work with people with disabilities. These
technologies have allowed individuals who might otherwise not receive services
to be independent and actively involved in the decisionmaking process for
themselves.
Several innovative technologies have been designed to help people with visual
impairments use computer-based technology, allowing them to operate a
computer with ease and efficiency and negating the need to have information
translated or read aloud. Software is now available that allows the user to print
pictures from the computer screen as raised-dot, tactile, graphic presentations.
Personal Braillers are available that can work with any computer on the market.
Write: OutLoud is a talking word processor that individuals with learning or
physical disabilities may find helpful. IBM's Screen Reader converts screen
information into speech, enabling users to hear, rather than read, words on the
screen. Finally, there is Home Page Reader, which provides Web access to
people who are blind or visually impaired.
Companies such as IntelliTools Inc. create and distribute alternative keyboards
and software for individuals who have physical, visual, or cognitive disabilities.
Text Help develops software that addresses the writing needs of people with
learning or other cognitive disabilities. Able Net is known for line switches for
use by individuals with physical disabilities and augmented communication
devices. Mayer-Johnson is best known for its picture communication programs
that often are used by individuals with developmental disabilities. IBM and
other companies help people with disabilities acquire modified computers for
personal and work use.
Funding sources such as the Victims of Crime Act (VOCA) provide grants to
victim service providers for the purchase of assistive equipment to increase
access to services and upgrade existing equipment and software. Information
on assistive technology can be obtained from the Internet and local companies,
several of which are listed in the Additional Resources section of this bulletin.
By Debora Beck-Massey
----------------------------
Selection of a Vendor
After the requirements for the system and hardware needs had been
determined, VS2000 staff began the process of finding the best possible vendor
to customize and build software to meet those needs. VS2000 staff developed
an RFP that included the system requirements and design specifications. This
RFP was distributed to software developers around the country. A panel of
local technology experts and VS2000 staff reviewed the seven responses
received and made their selection based on adherence to design specifications
and system requirements, experience, and affordability.
Pilot Testing
The motto "pilot and refine" has been the mainstay of VS2000 technology
development. Every effort has been made to meaningfully involve end users in
the development of the information system for two reasons. First, involvement
of end users will result in a more successful system. An information system
designed by its end users is much more likely to meet their needs and be an
effective tool when they use it. Second, involvement of end users will help
psychologically as these end users make the transition to the new system. The
introduction of technology into victim services represents a huge cultural change
that cannot be underestimated. End users who have had a meaningful role in
developing the technology they now must use are more likely to feel
comfortable with it.
Each component of the VS2000 information system underwent rigorous pilot
testing by end users. From the planning stage to the end, the VS2000
Technology and Automated Systems Team oversaw all technology
development. This team reported directly to the steering committee, the
governing body of VS2000. As each component was being developed,
agencies willing to pilot test the applications were solicited. An effort was made
to ensure that these agencies varied enough in size, service complexity, cultural
orientation, and staff and volunteer makeup to accurately represent all end
users. Based on recommendations from the project manager and system
developers, the Technology and Automated Systems Team oversaw the
development of pilot processes, including the selection of sites, duration of
testing, development of test questions, and analysis of collected data.
The online Resource Directory was subjected to pilot testing by five victim
service agencies and ongoing testing by the Resource Directory system
administrator. The online Training Center was tested in two phases by a group
of 29 service providers representing 20 agencies in group sessions, and again
by the VS2000 Web site administrator during its later development.
The CMS pilot-testing plan involves three phases. In phase one, five agencies
reviewed the standard intake and assessment screens. Phase two allows all 20
ProviderNet CMS agencies to review their customized intake and assessment
forms and the general case management activities. In phase three, seven
agencies will test the three kinds of reporting (shared, standard, and
customized), client evaluation, and remote data entry functions.
Operational Procedures
Denver VS2000 staff knew that it was far preferable to automate procedures
that already exist rather than create new procedures. However, due to the
complexity of the VS2000 information system and the timelines imposed by
grant funding, this was not possible. Therefore, it was critically important to
create operational procedures to solidify the relationships and procedures
implicit in the information system and to employ a quality system administration.
The operational procedures will be completed in a parallel process with CMS
development and will be available December 2001. These procedures will be
developed by ProviderNet agencies and will include the specific and necessary
use of applications, policies, and procedures within each agency to support
appropriate, effective system use. The procedures will also delineate the roles
and responsibilities of all parties involved.
System Administration
As discussed earlier in this bulletin, the Resource Directory is a powerful tool
because it is maintained daily by a skilled information specialist who
understands technology, knows the dynamics of victimization, and is familiar
with the agencies that serve victims of crime. Similarly, the system administrator
understands both the technical aspects of the system and the critical human
factors involved in its use. The system administrator is responsible for the
installation, maintenance, and repair of system hardware and for training end
users on software applications. The system administrator oversees and keeps
current the collection and security of all user information, including e-mail
accounts, passwords, levels of access, and security restrictions. While serving
as a single point of contact for all users, the system administrator also performs
important security functions. If a victim service provider is no longer employed
by an agency in the ProviderNet, the system administrator can immediately lock
that person out of the system, preventing access to confidential victim data.
Lessons Learned
Plan for Technology
The Denver VS2000 project team soon realized how important it is to plan for
technology rather than letting it evolve around donated equipment and systems.
Development of information systems and acquisition of equipment are
expensive, and precious grant dollars must be spent judiciously. These factors
make it imperative that organizations first develop a technology plan so that
information systems can be built appropriately and cost effectively. Many
nonprofit technology assessment instruments and guides are available. A
summary of the information they offer for developing a sound technology plan
follows.
Input From End Users
First and foremost, a technology plan should include a mechanism for
continuous input from end users, including victims. Initial information needed for
automation and system requirements should come directly from end users
through surveys, focus groups, and interviews. Once system development
begins, end users should help review progress and offer suggestions at
significant development stages. Involving end users consistently in system design
will result in a product that meets their needs, enhances their performance, and
benefits their clients. The introduction of new technology within an agency will
present a less disruptive cultural change if the victim service providers have
been participating in the creation and development of the new system they
know will benefit them.
Staffing Plan
Developing technology is a complex process; defining staff roles,
responsibilities, and lines of communication are very important. In the beginning,
determine who will be responsible for software development and customization,
project management, grant writing and budgeting, interfacing with end users,
and system administration. Decide who is the best member of the team to
communicate with end users and how that communication will be documented.
Who is the best person to communicate end user needs to software
developers? If the answers to your questions indicate two people, ask how
their communication can be facilitated. Weekly status review meetings with all
key players are important for meeting deadlines and managing complexities.
Needs Assessment
A thorough assessment of needs is critical to the success of a new technology
project. Several organizations have developed technology assessment tools.
The National Strategy for Nonprofit Technology has created a benchmarking
tool that helps organizations assess both their use of technology and the
prerequisites needed in planning for technology. One/Northwest Online
Networking for the Environment has developed a valuable assessment
worksheet. See Additional Resources at the end of this bulletin for contact
information for these organizations.
Software Development Plan and Hardware Acquisition Plan
Make plans for developing and acquiring software and hardware at the
beginning of the process following analysis of requirements. These plans will be
revised as the project progresses and details of the system's design become
clear.
Project Management
Information system development always benefits from the expertise of a
capable project manager. For a successful outcome, it is important that all
communications and decisions about system development go through one
person with the knowledge and authority to oversee development. Consider
several factors when selecting a project manager. The project manager must
have broad knowledge of technology to oversee and coordinate activities from
programming to procurement. The project manager must understand all phases
of development well enough to spot problems and monitor corrective action.
More important, the selected project manager must be able to bring together
and communicate well with software developers, program funders, and end
users.
For successful development and implementation of the system, the project
manager must gain the trust of the end users, who in this case are victim service
providers. The project manager must understand that victim service providers
belong to a particular work culture and often consider their work more of a
mission than a job. The project manager must take into account the unique
differences of those who work in the victim services field. For example,
corporate workers may experience the introduction of technology into their
jobs as just another tool to master to get things done. In contrast, victim service
providers are apt to see implications and voice various concerns and questions
about the introduction of technology into their jobs. One concern is money.
Victim service providers know funds are limited, so they want to be sure
expenditures for technology do not shortchange services to victims. Another
concern is victim safety. Victim service providers are extremely concerned
about how technology may compromise the privacy, safety, and security of
their clients. The project manager must address the concerns of the victim
service providers in language they understand. Recognizing their passion for
their work, the project manager can explain to victim service providers how the
technology will allow them to provide more and better services to clients.
Hearing their concerns about misspending limited funds, the project manager
can explain how the financial investment in technology will return many times its
value in terms of the organization's effectiveness and productivity in serving
victims of crime. When explaining to victim service providers that the
information about their clients is secure, the project manager needs to explain
how secure the information is. Victim service providers know that secure client
information will keep their victims safe, so they want reassurance that the
system is secure. It is very important that the project manager understand the
dynamics of victimization and appreciate the danger to domestic violence
victims when perpetrators hack into computer systems and obtain victim
information. Unlike typical computer hackers, violent offenders use the
information they get to commit more violence, even murder.
How does a group or organization find this perfect project manager? One way
is to invite the most skeptical participant in a technology project to help
interview candidates for the position. Make sure other end users are involved
as well. Ask questions about key issues and listen to the answers. The field of
technology is growing very rapidly and so is the field of victim services. Many
people want to use their expertise to help others. With some time and thoughtful
effort, you can find the right project manager for your project.
To define the scope of work for a prospective project manager, consider the
following tasks, which have been adapted from a "job description" developed
by One/ Northwest Online Networking for the Environment:
o Conduct a formal assessment of the organization's current capabilities.
o Evaluate existing equipment to determine if it can be upgraded to meet your
needs.
o Provide detailed upgrade recommendations.
o Provide specific purchase recommendations for required new equipment.
o Offer cost-effective solutions for the organization's technology needs.
o Recommend ways the organization can use technology strategically to
accomplish its mission.
System Administration and Maintenance
After such a large and complex information system is completed, everyone
involved hopes to sit back and enjoy the fruits of their labor--a smooth,
trouble-free system. Time for a reality check! Sooner or later, unforeseen
operational problems will appear. Inevitably, end users will envision and
demand enhancements. This is when maintenance contracts become very
important. Generally costing between 10 to 20 percent of the cost of the entire
system, a maintenance contract will deal with these issues. In the case of the
VS2000 project, a maintenance contract could include the following:
o Adding functions, such as capturing additional data.
o Enhancing the system with new program components, such as the capability
to write restitution checks to victims.
o Adding agencies (users) to the ProviderNet, including customizing intake.
o Upgrading the system to take advantage of new software releases, such as
Windows NT or new browser versions.
The world of technology, including software applications, is constantly
changing. A well-designed software application should meet the needs of its
end users for 7 to 10 years, as long as those needs do not drastically change.
However, enhancements and upgrades are sometimes necessary to take
advantage of new technology or address newly defined needs.
For large and small technology initiatives, system administration and cost are
important operational components. As the field of victim assistance attracts a
broader and younger range of professionals who are already familiar with
computer technology, our agencies will become more technology savvy.
Sometimes system administration can be written into a qualified employee's job
description, leading to exciting career opportunities inside or outside the victim
assistance field. For a project the size of Denver VS2000, a full-time system
administrator with significant network experience is necessary. Information
system projects of all sizes need an administrator and a project manager who
communicate well in lay terms and understand and respect the context in which
victim assistance professionals work.
Buy Versus Build--Software
Three options are available when creating an information system--purchasing a
prepackaged software application from a retailer, building a custom software
application, or customizing an existing application using internal staff or a
software development company. The first step in determining which option is
best for your project is preparing a requirements specification for your
software. This specification provides a checklist for evaluating existing software
applications available for purchase from a retailer. If the software application
does not meet the users' needs as defined in the requirements specification, and
the software application cannot be modified to do so, then it is not a good
option. The specification can then be used to determine the cost of building a
custom software application by negotiating a contract with a software
development company or consulting firm. Estimate each function within the
specification for development and completion costs by the software
development vendor. If the cost does not fit within the project budget, consider
postponing some functions within the requirements specification for
implementation at a later time.
Buy Versus Lease--Hardware
Today, buying and leasing are the two options available for the acquisition of
computer equipment. Evaluate these options by considering several criteria.
First, determine how long the computers will be used by the end user. Keep in
mind that computer equipment and components change rapidly. Equipment
purchased today is outdated in 1 to 2 years, sometimes sooner. If you expect
the computers will be used for a long time before funding will be available to
replace them, leasing is the better option because leasing contract terms often
allow for equipment upgrading sooner than would occur if you had purchased
the equipment. Does your budget allow for ongoing monthly costs? A lease
option requires monthly lease payments. If your project cannot afford this
monthly outlay of cash, then leasing is not an option for you despite the "length
of use" criteria noted earlier.
If you choose the lease option, be sure the lease includes
o Service and maintenance. Ongoing service and maintenance for the
equipment should be part of the lease agreement. This type of lease can include
onsite service, telephone support, and offsite service that requires shipping
equipment. If onsite service is included, check for response time. How quickly
can support personnel get to your site? If offsite service is included, negotiate
for the availability of replacement equipment when needed to assure little to no
interruption in operations during servicing.
o Software upgrades. The lease agreement should include equipment upgrades
with new software "patches" (to fix software problems) when available from the
manufacturer of the preinstalled software. A software upgrade service
agreement would automatically make available to the leaseholder any
improvements to that software. The leaseholder may decide not to accept an
upgrade, but upgrades should at least be offered.
o End-of-lease option to replace equipment. Because computer equipment
quickly becomes out of date, it is important that the lease agreement include the
option to obtain replace- ment equipment at the end of the lease--not just the
option to buy existing equipment.
Implications of the VS2000 Project
Impact of VS2000 System on Delivery of Victim Services
All components have not been completed and integrated, so it is too early to
assess the impact of the Denver VS2000 information system. However,
anecdotal reports and comments by VS2000 ProviderNet members indicate
that system users are thrilled with their new technology and the increased
capacity it gives them. They are delighted with the ease with which they now
share information with colleagues and serve victims more effectively and
innovatively. An evaluation component of CMS will allow VS2000 staff to
evaluate the system's effectiveness through the eyes of both victims and service
providers and use this information to develop system enhancements.
Flexible and Versatile
The VS2000 information system was designed for replication in a variety of
formats, contexts, and geographic areas. The Resource Directory may be used
by one victim service agency or by a group of agencies that share resources.
The resources may be shared by geographic area, as in the case of VS2000, or
by particular victim population, such as a coalition of sexual assault and
domestic violence programs. The directory may be used to link resources in a
particular community, state, or region. Similarly, the online Training Center may
be used by a community, state, region, or coalition of victim service providers
to share training opportunities and resources. Designed for use by one agency
or a group of agencies who want to share case records, CMS offers a powerful
case management tool for victim service providers. CMS is the first case
management system designed not to be limited to one particular group of
victims or clients.
Available to All
The entire VS2000 technology system has been developed in the public domain
and is available, free of charge, to anyone who requests it. The question for
prospective users of the system is the same one that faced VS2000--to "buy or
build?" Components of the system will be available as "off the shelf" products,
complete with operating guidelines, ready to install and use. The source code
also will be available for prospective users to customize the applications. Please
check the OVC Web site for details.
For More Information
For more information about the Denver Victim Services 2000 Project and
related products, please contact Denver VS2000 or OVC.
Office for Victims of Crime
U.S. Department of Justice
810 Seventh Street NW., Eighth Floor
Washington, DC 20531
202-305-5983
Fax: 202-514-6383
Web site: www.ojp.usdoj.gov/ovc
Denver VS2000
303 West Colfax, Suite 1300
Denver, CO 80204
Marti Kovener, Project Director
720-913-9256
Fax: 720-913-9090
Web site: www.vs2000.org/denver.htm
For copies of this bulletin, other OVC publications, or information on additional
victim-related resources, please contact:
Office for Victims of Crime Resource Center (OVCRC)
Box 6000
Rockville, MD 20849-5500
1-800-627-6872 or 301-519-5500
Web site: www.ncjrs.gov
E-mail: askovc@ncjrs.gov
Additional Resources
Needs Assessment Instruments
National Strategy for Nonprofit Technology (NSNT) Benchmarking Tool
Web site: www.sustain.org/nsnt
One/Northwest Online Networking for the Environment Technical Assessments
Web site: www.onenw.org/assess
----------------------------
Acknowledgments
OVC gratefully acknowledges Erin Stark and Marti Kovener for capturing the
experiences of the VS2000 Project in Denver, Colorado, for inclusion in this
bulletin. OVC also gratefully acknowledges Patricia Risley for her technical
contributions to this initiative.
Denver Victim Services 2000 Steering Committee
AMEND
Asian Pacific Development Center
AT&T Wireless Services
City Attorney's Office, Domestic Violence Unit
Colorado Association of Black Nurses
Colorado Attorney General's Office
Colorado Coalition Against Domestic Violence
Colorado Coalition Against Sexual Assault
Colorado Council of Churches
Colorado District Attorney's Council
Colorado Division of Criminal Justice
Colorado Oklahoma Resource Council
Colorado Organization for Victim Assistance
Colorado Outward Bound School
Colorado State Judicial Probation Services
Community-at-Large
Denver Child Advocacy Center
Denver Community Corrections
August 28, 2001enver County Court Probation
Denver Crime Victim Compensation Program
Denver Department of Human Services
Denver District Attorney's Office
Denver Health Medical Center
Denver Indian Health and Family Services
Denver Police Department
Denver Sheriff's Department
Denver VALE Board
Denver Victims Service Center
Domestic Violence Initiative for Women with Disabilities
Equality Colorado
Federal Bureau of Investigation
HECHO
Justice Information Center
Kempe Child Protection Team
KWGN-TV Denver
Muslim Women's Society
Project Safeguard
Promoting Alternatives to Violence Through Education
Rape Assistance and Awareness Program
SafeHouse Denver
Servicios de la Raza
Sexual Assault Interagency Council
The Spiritual Dimension in Victim Services
Urban Peak
U.S. Attorney's Office
Victim Offender Reconciliation Program
WINGS Foundation
----------------------------
Benton Foundation Best Practices Toolkit
Web site: www.benton.org/Practice/Toolkit
Other Information Systems
Agency Systems
513-761-5610
Web site: www.agency-sys.com
ebase
Web site: www.ebase.org
IIS (Integrated Information Systems, Inc.)
602-966-8800
Web site: www.iisweb.com
IRis
Benchmark Enterprises
1-800-458-7327
Web site: www.irissoft.com
ITS (Integrated Tracking System)
Texas Department of Human Services Family Violence Program
512-438-5299
Web site: grp.dhs.state.tx.us/its
National Domestic Violence Hotline
512-453-8117
Web site: www.ndvh.org
SAVAN (Statewide Automated Victim Assistance and Notification)
1-877-NCS-AVAN
Web site: www.ncsavan.org
VAdata (Virginia Statewide Data Collection System for Domestic Violence
Programs and Sexual Assault Centers)
Web site: db.rtk.net/vadata/information.html
VINE (Victim Information and Notification Everyday)
1-800-816-0491
Web site: www.vineco.com
Assistive Technology
Assistive Technology, Inc.
Web site: www.assistivetech.com
Lorin Software
P.O. Box 541558
Orlando, FL 32854-1558
Write: OutLoud
Don Johnston
Web site: www.donjohnston.com/catalog/writoutd.htm
IBM Screen Readers
IBM voice of the World Wide Web
Web site: www.ibm.com/able/snssrd.html or www.ibm.com
Exceptional Computing
Web site: www.exceptionalcomputing.com
Words + EZ Keys for Windows
Web site: www.words-plus.com
NanoPac, Inc.
Technology for Independence
Web site: www.nanopac.com
Magni-Cam
Electronic magnifier
Web site: www.magnicam.com
Other Resources
Center for Non-Profit Technology
Web site: www.cnpt.org
CUSSN (Computer Use in Social Services Network listserv)
Web site: www2.uta.edu/cussn
Information Resources
Philanthropy News Network
Web site: www.pnnonline.org
Promising Strategies and Practices in Using Technology To Benefit Crime
Victims
National Center for Victims of Crime
1-800-FYI-CALL
703-276-2880
Web site: www.ncvc.org
Social Ecology Incorporated
Provides nonprofit e-mail and intranet internal communication software
Web site: www.socialecology.com
VAST Inc. (Victim Advocates Software Team)
Provides victim services technology and project management services
Patricia Risley, President
512-633-5089
E-mail: VAST@aol.com
Note
1. In Denver, AT&T Wireless Services provides this 911 program, along with
cellular phones and access for nonprofit victim services staff and volunteers
working with victims of crime.
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This document was prepared under grant number 97-VF-GX-K001, awarded
by the Office for Victims of Crime, Office of Justice Programs, U.S.
Department of Justice. The opinions, findings, conclusions, and
recommendations expressed in this document are those of the author and do
not necessarily represent the official position or policies of the U.S. Department
of Justice.
The Office for Victims of Crime is a component of the Office of Justice
Programs, which also includes the Bureau of Justice Assistance, the Bureau of
Justice Statistics, the National Institute of Justice, and the Office of Juvenile
Justice and Delinquency Prevention.
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NCJ 187528
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NO MORE VICTIMS
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www.ojp.usdoj.gov/ovc
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